Information System Analysis



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1. Jesse wants a recommendation about creating an SCR help desk. She said that I can find

lots of information about help desks on the Internet.


2. At our meeting, Jesse asked me how SCR should manage the TIMS system in the future. I

need to search the Internet to learn more about version control, configuration

management, and capacity planning, and send her the results of my research.


3. Another important issue: Security! Jesse wants my thoughts on how SCR should manage

IT security. She wants me to consider all six levels, and prepare an outline for a corporate

security policy.


4. Jesse says that no one likes surprises or problems. She wants me to draft a checklist that

SCR can use to detect TIMS obsolescence as early as possible. She also said that I might be

receiving some interesting news very soon. Wonder what that’s about?


Voicemail 1:

Good afternoon! I’m totally convinced that security issues will dominate the IT landscape for the foreseeable future. I already asked you to do some work on a security policy for SCR, and I want you to organize your proposal into the five security levels that we discussed. That will make it easier to understand and provide an overall structure. Let me know if that works for you. See you for lunch tomorrow.


Voicemail 2:

Surprise! I just sent you an email about my new job! And a new job for you too! I want to leave you with three thoughts that have really helped me in my career. First, like the army used to say, be all that you can be. I usually don’t like slogans but that one sure makes sense. Stretch yourself out! Accept the challenges and you’ll experience personal and career growth. Second, remember that if you put your name on something it might be around for eternity so you better be sure that it’s your best work. In other words, give it your best shot. Finally, try to build solid relationships with your professional colleagues. If you’re there for them, they’ll be there for you. Nobody does it all on their own, and teamwork skills are vital. Hope this helps! Good luck and best wishes in the future.



Hi Kate,


Everyone seems pleased with the way TIMS is operating. Users are satisfied with the level of support right

now, but I think you’ll need to provide more resources for them in the future. Please investigate the

possibility of an SCR help desk. Review your notes on this subject, and look on the Internet to see if you can

learn more. Let me have a recommendation, with your reasons, by early next week.


Also, let’s do some planning for the future. If users are happy with the system, they are likely to request more

bells and whistles. We need to be sure that all enhancements are considered carefully, so I’d like to see an

overall process for version control and configuration management. Think about this and give me your



Finally, consider the issue of capacity planning. I know that we looked at this during the design process, but

that was then — and this is now. I assume you’ve heard the rumors about SCR acquiring a large IT training

group based in Canada. Could TIMS handle this? How would you suggest that we plan for the future?


Jesse Baker





Hi Kate,


I mentioned to you that security was enormously important. I want you to come up with an overall plan for

IT security management here at SCR. You should address all levels of security, but you don’t have to go into a

great deal of detail – just use an outline format that gives me a rough idea of what you are proposing. To

make it easier for you, here is an outline that you can use as a framework for your proposal:


I. Physical security issues Computer room security Servers and desktop computers

>Notebook computers

II. Network security issues Encrypting network traffic Encryption vs. plain text Public key

encryption Wi-Fi Protected Access (WPA) Wired Equivalent Privacy (WEP) Private

networks Virtual private networks Ports and services Firewalls

III. Application security issues Services Input validation Patches and updates

IV. File Security Issues Permissions User groups

V. User security issues Identity management Password protection Social

engineering User resistance


Hope this makes sense. Let me know if you have any questions.


Jesse Baker




Hi Kate,


I forgot to mention one more concern. I know it seems unlikely right now, but the TIMS system could become

obsolete at some point. All systems have a useful life, including this one.


If this happens, how would we know in advance? Can you propose some kind of “early warning” checklist that

would help us avoid surprises and future problems? Thanks.


Jesse Baker



Hi Kate,


This is a message to all SCR employees. One year ago, we announced that SCR would launch a major new

technology training business and open a facility that would consolidate all of SCR’s IT training efforts.


Several months ago, the SCR Training Center became a reality. The start-up went smoothly and the results

have been extremely positive. Jill Martin has assembled an excellent training group, and the entire SCR team

contributed to the success of the new venture. We are especially proud of the TIMS information management

system that was developed and installed by Jesse Baker and her team.


SCR will strive to be a leader in the technical training market, and with your help, we will succeed. We are

committed to the challenges and opportunities of the future. As you know, our long-term mission is to

understand and apply state-of-the-art information technology.


Once more, thank you for your hard work and dedication. We hope that all SCR employees are proud to be

part of a company whose message is “We Know IT!”


By the way, you will be glad to know that SCR’s board of directors has authorized an additional profit-sharing

grant for all employees, effective next month. Congratulations on a job well done!


Gary Smith

Thomas Campbell

Harry Richards




Hi Kate,


Well, it looks like everything turned out well! I wanted to tell you personally before the announcement comes

out at noon today — I’ll be leaving SCR at the end of the month.


I’ve enjoyed my work here, but I received an offer I just couldn’t refuse. I’ll be joining a large IT consulting firm

on the coast and running a new division specializing in turnkey e-business development. I’ve enjoyed

working with you and all the other SCR people, but this was a wonderful opportunity, and I decided that it

was time to move on.


Now for some news about you. Later today you’ll be hearing from the Executive Committee. I was asked to

recommend a successor, and I selected you because of your hard work, dedication, and outstanding

contribution to the TIMS project. The Committee agreed with my suggestion, and they want to discuss your

promotion and get your thoughts on where we go from here.


Congratulations and best wishes! Let’s stay in touch.


Jesse Baker

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